Operations Manager

ICTS ROLE PROFILE

Role Title

Operations Manager

Department

Corporate Security

Reports to

Head of Operations

Hours

Monday-Friday 09:00-17:00 (may change), on call 24/7

Location

Brighton - with regular travel to Burgess Hill and Central London

Job Overview

This is a senior operational management position based in Brighton, with regular travel to Burgess Hill and Central London. The Operations Manager serves as ICTS's primary operational lead for the account, holding full responsibility for the delivery of a safe, compliant and high-quality security service across a portfolio of sites.

The role requires a confident, people-focused leader with proven multi-site experience, the ability to build strong client and team relationships, and the resilience to manage a complex, fast-paced operational environment across geographically dispersed locations.

Principal Accountabilities

Operational Leadership

• Overall responsibility for the provision of the security service across all Client sites within the portfolio.
• Serve as ICTS's primary operational point of contact for the Client, maintaining a strong, collaborative client relationship at all times.
• Lead the site security teams across Brighton, Burgess Hill and Central London, ensuring consistent standards and service quality across all locations.
• Deliver all aspects of physical security at site level, ensuring the safety of all staff, visitors and assets.
• Advise on security-related matters as they affect, benefit, impact upon and influence the Client's operations, people, vendors, assets and reputation.
• Identify security risks and concerns; recommend and implement effective security strategies to address them.
• Promote an inclusive, respectful, and values-driven culture across the workforce, aligned with our diversity and equality commitments.
• Role model emotional intelligence and a growth mindset, encouraging resilience, adaptability, and continuous personal and professional development across the team.
• Contribute to ICTS's wider strategic planning, offering insights and operational feedback to shape long-term goals and business development priorities.

• Direct line management of all role leads and supervisors, with overall accountability for all security personnel across the account.
• Ensure all site posts are staffed at all times by competent, trained and licensed individuals; manage personnel and roster issues as they arise.
• Maintain staffing levels across all sites in line with contractual requirements.
• Conduct regular 1-2-1s, performance reviews and annual appraisals for all direct reports.
• Lead recruitment activity across the account, including guarding, control room, pass administration and support function roles.
• Manage annual leave across the team to ensure appropriate site coverage at all times.
• Conduct HR-related hearings including investigations, disciplinaries, probation reviews, welfare meetings and return-to-work interviews.
• Maintain and update HR files and records for all team members in line with ICTS requirements.

• Lead the design and delivery of training programmes, ensuring robust induction and ongoing training for all operatives across the account, with support from our training department.
• Identify and address the individual training needs of each member of the security team.
• Maintain accurate, up-to-date training files and records in line with contractual and ICTS requirements.
• Ensure all officers meet the contractual training matrix requirements for their assigned site and role.
• Proactively promote security awareness, including awareness training at induction and on an ad hoc basis.

• Overall responsibility for quality assurance, auditing and support to investigations across all sites.
• Ensure compliance with Client and ICTS policies
• Write, implement, review and maintain SOPs and protocols, identifying improvements and efficiencies on an ongoing basis.
• Implement and monitor the correct use of operational documentation including SOPs, reports, logbooks, timesheets, briefing sheets and patrol records.
• Ensure SLAs and KPIs are met consistently across all sites within the account.
• Conduct operational audits.